1.3 Troubleshooting Methodology

Which of the following is the first step in the troubleshooting methodology?

• Establish a theory of probable cause

• Identify the problem

• Test the theory to determine the cause

• Document findings/lessons learned, actions, and outcomes

What should you do after establishing a theory of probable cause in the troubleshooting methodology?

• Implement the solution or escalate if necessary

• Test the theory to determine the cause

• Document findings/lessons learned, actions, and outcomes

• Verify full system functionality

Which step involves verifying full system functionality and, if applicable, implementing preventative measures?

• Step 3

• Step 4

• Step 6

• Step 7

Why is it important to document findings, lessons learned, actions, and outcomes at the end of the troubleshooting process?

• To establish a theory of probable cause

• To help with future troubleshooting and improve processes

• To verify system functionality

• To escalate the problem

If a solution does not resolve the problem, what should you do according to the troubleshooting methodology?

• Skip to documenting findings

• Escalate the issue if necessary

• Establish a new theory of probable cause

• Ignore the problem

Why are closed questions useful when identifying a problem?

• They allow for long explanations

• They help drill down into the nature of the problem and guide a user toward giving useful information

• They encourage creativity

• They avoid giving any specific information

Why is it important to duplicate the problem on the user’s system or a test system?

• To confirm the problem exists and gather more details for troubleshooting

• To avoid fixing the problem

• To make the problem worse

• To delete user data

What should you do if your investigation discovers symptoms of more than one problem?

• Ignore the additional problems

• Approach multiple problems individually

• Combine all problems into one case

• Wait for more symptoms to appear

Why is it important to methodically prove the functionality of each component in the sequence?

• To ensure each component is working and to isolate the point of failure

• To save time by skipping steps

• To confuse the process

• To avoid finding the real problem

In the bottom-to-top OSI model approach, which layer do you start troubleshooting from?

• Application layer

• Presentation layer

• Physical layer

• Network layer